Product Support Specialist

4 weeks ago


Green Bay, Wisconsin, United States GREATLAND CORPORATION Full time
Job Summary

GREATLAND CORPORATION is seeking a highly motivated and experienced professional to fill the role of Product Phone Support LTE. This is a seasonal, limited-time position that requires strong technical aptitude, excellent communication skills, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

  • Provide exceptional customer support to external users of GREATLAND CORPORATION's cloud-based products via phone, ticketing, and live-chat.
  • Respond to inbound and outbound calls, tickets, and live-chats, providing program walkthroughs, login assistance, and handling other customer support requests.
  • Troubleshoot issues and utilize internal tools to provide accurate information in response to product and form-specific inquiries.
  • Properly document support requests and customer interactions.
  • Research and interpret errors for proper escalation handling, communicating with second-level Support staff to resolve more in-depth issues.
  • Manage SalesForce and Zendesk tickets to ensure customers are communicated with and issues are resolved in a timely fashion.

Requirements:

  • High school diploma or equivalent combination of education and experience.
  • General technical aptitude and comfort with online applications and navigation.
  • Possesses attention to detail and ability to multitask.
  • Knowledgeable of various web browsers, clearing cache/cookies, and general browser settings.
  • Professional oral and written communication skills with the ability to relay technical descriptions to an audience with varying levels of technical ability and understanding.
  • Respect for, and commitment to, securely and confidentially handling customer information.
  • Basic to proficient keyboarding/typing skill.
  • Possesses critical thinking and problem-solving skills.

Working Conditions:

This is a general office environment with no hazardous or unpleasant conditions. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time.

Scope of Accountability:

This position does not have managerial responsibilities.



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